Great Guest Experiences Can Boost Revenue
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“Attitude is everything” is a phrase we have all heard. How often is it put into practice at your restaurant? A recent study shared by Bob Pacanovsky of Robert J. – Training & Design© looked at why guests “quit” their restaurant: • 1 % die • 3% move away • 14% are dissatisfied with the product • 9% leave because of competitive reasons That leaves 73% of guests who “quit” because of an attitude of indifference from staff. The good news in these results is that you have a say in how you teach your staff to treat guests. A healthy company culture improves your company’s customer service, which in turn helps employee retention and productivity, and business quality and reputation.
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Great Guest Experiences Can Boost Revenue
- 1. Great Guest Experiences Can Boost Revenue October 14, 2014 2:00 - 3:00 p.m. Heartland Payment Systems is the Lead Sponsor of all RES events. The ORA Restaurant Education Series (RES) provides members free access to educational events that help them sustain and grow their businesses and are developed based on member feedback. RES events support a key ORA initiative: the education of our members.
- 3. • View, select and test your audio • Submit questions • Everyone will receive an email with a link to view a recorded version of today’s session • Your feedback is important! A survey will pop up after the close of the webinar. Please complete it.
- 4. A little about your speaker Bob Pacanovsky, President Robert J. -Training & Design Robert J. - Training & Design specializes in consulting, training and coaching in the hospitality industry, event design & management, and training on personal branding & professional etiquette. Bob has spoken to numerous companies and organizations, including the Catersource National Education in Las Vegas and the COSE Small Business Convention.
- 5. 49% of the public return to food establishments because of the service; only 12% return because of the food. Scott Gross You can create the best food in town, but if you don’t have the people that know how to treat your guests, you will be eating it by yourself. Unknown Robert J. - Training & Design ©
- 6. “If a person is called to be a street sweeper, he/she should sweep streets even as Michelangelo painted, or Beethoven composed music or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause and say, ‘Here lived a great street sweeper who did his/her job well.” -Martin Luther King Jr. Robert J. - Training & Design ©
- 7. Your Company Logo & Brand?? Robert J. - Training & Design ©
- 8. Here is what we get in our culture… Robert J. - Training & Design ©
- 9. 1 % die 3% move away 14% are dissatisfied with the product 9% leave because of competitive reasons That leaves… 73% quit because of an attitude of indifference towards the customer by the staff Robert J. - Training & Design ©
- 10. Robert J. - Training & Design ©
- 11. When I get bad service, I am likely to tell others. Yes - 96.1% vs. No - 3.9% When I get exceptionally good service, I am likely to tell others. Yes - 97% vs. No - 3% Stats are from “Why Service Stinks… and Exactly What To Do About It” by T. Scott Gross ©2003 Robert J. - Training & Design ©
- 12. Hi Bob, I just wanted to say thank you to you and your staff for an incredibly wonderful event at my home!!! Once Kim & Vicki got me to go outside and NOT come back in, I thoroughly enjoyed myself. And Kyle was equally was wonderful! Having never had an event catered at my home, I am now hooked and will recommend and use your services again and again!! I thought both you and your team were very professional and I was very pleased with the outcome! Thank you and with a daughter graduating this year, you will definitely be hearing from me again! Stacey Robert J. - Training & Design ©
- 13. It could be the difference in your company between Robert J. - Training & Design ©
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- 15. Location. Location. Location. If you were a new prospect coming to your hospitality business for the very first time… Robert J. - Training & Design ©
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- 18. "As a TEAM, we will make it as EASY for our clients & guests to do business with us every step of the way! We will WOW them with everything we do!“ TEAM / EASY / WOW Robert J. - Training & Design ©
- 19. Customer Service which in turn helps… Employee Retention which in turn helps… Reputation which in turn helps… Productivity which in turns helps… Quality which in turns helps… The Bottom Line! Robert J. - Training & Design ©
- 20. Robert J. - Training & Design ©
- 21. “P” “Perception is 9/10ths of the law.” How guests perceive us becomes their truth. Robert J. - Training & Design ©
- 22. Robert J. - Training & Design ©
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- 24. “E” “ELEVATE” your work to help create the experience. Create a great experience, and people will talk!” Robert J. - Training & Design ©
- 25. Robert J. - Training & Design ©
- 26. “Good enough…never is.” One of the most challenging words to hear on the job is… Robert J. - Training & Design ©
- 27. Robert J. - Training & Design ©
- 28. “A” The Altitude of your Attitude Robert J. - Training & Design ©
- 29. Robert J. - Training & Design ©
- 30. “All work is honorable. Always do your best because someone is watching.” Colin Powell Robert J. - Training & Design ©
- 31. Who is the C.G.O. in your company? Robert J. - Training & Design ©
- 32. “K” Know your stuff! Robert J. - Training & Design ©
- 33. “The First and Last Impression for our guests needs to come from us!” Robert J. - Training & Design ©
- 34. “Practice Makes Perfect!” WRONG! Robert J. - Training & Design ©
- 35. 55% + 38% + 7% Robert J. - Training & Design ©
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- 40. Please strive for this… Not this… Robert J. - Training & Design ©
- 41. Employees with the right PEAK will be… More Committed to their customers, Robert J. - Training & Design © More Productive, Happier to be at work, More Potential for greater growth, Which = a GREAT place to work!
- 42. Robert J. – Training & Design @RobertJTraining Robert J. - Training & Design © Bob Pacanovsky
- 44. Thank you! October 21, 2:00 p.m. - What You Need to Know: BWC Prospective Billing and Group Enrollment November 18 , 2:00 p.m. – Serving Alcohol Safely February 15 & 16 - Educational sessions at NAPICS; Columbus Convention Center Go to www.ohiorestaurant.org/res to register or to check out past RES events!
Hinweis der Redaktion
- USE INFO ON SEPARATE PAGE
- First for those who haven’t been on a webinar before, let’s orient ourselves. We’re looking at an example of the GoToWebinar Attendee Interface which is made up of two parts. The Viewer Window on the left, which allows you to see everything Dave will share on his screen, and the Control Panel at the right. Within that Control Panel is how you can participate in today’s event, so let’s look at that.
- Clicks 1, 2, and 3 By clicking the orange arrow, you can open and close your control Panel Click 4 From the View Menu you can also set the Control Panel not to auto-hide when inactive if you prefer to keep it always open. Click 5 The Audio pane provides audio information. By default you have joined the Webinar via Mic & Speakers. Click 6 Click Audio Setup to select your computer speaker or headset devices. Clicks 7, 8 and 9 If you prefer, you can join the audio via telephone by selecting Use Telephone, and the dial-in information will be displayed, including an Audio PIN. Click 10, 11, 12 At the end of the presentation we will answer your questions, please to send questions to our Webinar staff through the Question box. Simply type in your question and click send.
- Poll questions 1 & 2 on this slide Poll ? 1 = Does your company have an employee orientation / training program? YES NO NOT SURE Poll ? 2 = If yes, how many hours is the training program? LESS THAN AN HOUR 1-2 HOURS 2-4 HOURS MORE THAN 4 HOURS WE ARE CONSTANTLY TRAINING OUR STAFF
- Poll questions #3 & 4 on this slide Poll ? 3 = During your employee orientation / training sessions what percentage of time do you devote to discussing the culture of your company? 0% 5-10 % 10-25% 50% Poll ? 4 = How challenging is it today for you to hire and keep staff? I am ready to lose my mind Very challenging Somewhat challenging Not challenging at all All my staff are rock stars
- I’d like to take this opportunity to thank Bob for providing his expert advice. Please take a moment to fill out the survey link that will pop up after we end this webinar. We really appreciate your time in completing this as we continue to plan future RES events Thank you for your participation today and for your continued investment in the Ohio Restaurant Association through your membership.